Secrets Shhh Physical store

My partner went into the store to purchase a diamond necklace, and was told by the store manager the necklace she was shown contains "man-made diamonds". Later that night after purchasing the necklace for $710, she found the necklace advertised online as having "diamond simulant" which is what the company deceptively calls cubic zirconia. The next… Read more

day she took the necklace back to the store to return it and explained that she wanted a diamond necklace and was instead sold cubic zirconia, however the sales staff refused any refund, citing store policy as the reason, and my partner was told nothing more could be done until the manager returns in 3 days. When she returns a 2nd time and talked to the store manager, the manager who lied to her in the first place accused her of being "a young girl having buyer's remorse", and when she said it would be reported to the ACCC the manager said "it would be her words against the stores". No resolution was provided, and the issue has been raised with the area manager, so now she will need to return for a 3rd time in another 4 days.

A few other reviews have mentioned being sold overpriced cubic zirconia when they asked for diamonds, so seems like it's a common misleading tactic the company uses. The deceptive sales techniques have been reported to the ACCC and I believe some other people have mentioned reporting the company for selling poor quality jewellery as well.

Regardless, terrible and deceptive customer service.

How this company hasnt had a lawsuit i will never understand . My husband was told when he purchased my engagement ring a few years ago it was a lab grown diamond and now ive found out thats not true ...... and they lied straight to his face . Show details

This doesn't deserve a rating of any sort. Like so many people who's experience is similar to mine, I purchased a ring for over $2k from the Merrylands, NSW store only to be faced with a stark reality that I had made the biggest mistake. Literally three weeks after purchasing my ring in cash from their store, I was welcomed by a note saying that… Read more

the store had closed. Calling the number that was on the notice, I was advised that Secret Shhh had gone into receivership. I had provided all the information that was required of me to get my ring or a refund and since then I have not heard back from this company for almost 3 months. I know that there are others who have experienced this so I am going to make a call out here.

For those who have been hard done by this company, I have been advised that we can lodge a complaint with ACCC to get our hard earned money back. And who knows, Channel 7's Spotlight program may just pick this up.

The consultant hannah was wonderful, she did such a great job and the ring that i bought was lovely. Im in love with it. I will be back again. Thank you so much ladies. Show details

My partner and I were looking for wedding rings over the weekend and went into a few jewellers but Judy and Josh from the Harbour Town store made our experience in finding the perfect ring so pleasant and easy! We loved every minute and felt excited to have finally found the one. Show details

Chelsea from the Sydney CBD store was outstanding. She was friendly, helpful, knowledgeable and went above and beyond. You could tell she really enjoyed her job and she is to be commended. I ended up buying 3 pieces, incl custom pieces and choosing the added insurance piece all became of her. The most outstanding customer service I’ve received in… Read more

a long time. The products themselves are stunning and phenomenal quality for the price you pay! Do yourself a favour and go and see Chelsea and choose 1 or 3 pieces yourself…Highly recommend Secrets to anyone!

I have been buying jewellery from this store for years and I was always told that the stones were diamond stimulants, so when I got a ring and the stone fell out I took it to a jewellery shop to get it put back in and a new claw put on. Only the jeweller told me that it was a cubic zirconia and only worth about $20 and it was going to cost $700 to… Read more

fix the ring. So I took it back to Secrets and they said that they would fix it and put a new stone in for $1200. Last time I ever bought anything from them , so I am not surprised that they went into receivership. The sales people were so sincere about the lie that I wondered if they knew that the stones were cubic zircon or not

Purchased a ring 21/11. It needed a bigger size and was told it would be back Monday week. Called 2/12 and no clue when the ring will be back. 3/12 the ring was a Xmas gift for my wife who has now travelled overseas until Jan 5. Had to purchase an emergency gift as a replacement. Still no ring, and still no clue when it may be returned. Next step… Read more

is to get a refund. Lets see how difficult that will be. Staff seem clueless. No tracking on repairs or adjustments.

Re: Complaint - Highpoint store at 1.57pm (28/11/25)- Obnoxious and intimidating Manager (Male) -would not provide name. I walked into this store and it was very loud with music and the Manager was also very loud talking to a customer. I could not hear myself think. When I asked Manager to “please don’t talk so loudly and lower the music”, he… Read more

screwed his face. This is considered a poor reaction and with no emotional intelligence to a customer who has a medical condition and is sensitive to noise . The Manager thne came over to me into my personal space and attempted to intimidate me. Because of this closeness towards me I asked him to "Move away from my personal space". I wish the Manager made me feel welcome and would of collaborated with me instead he chose to screw his face to another customer. I believe these qualities are not appropriate for a Manager. Actually it is a form of discrimination behaviour from the Manager because of my disability. I will never enter the highpoint store ever again and will tell my friends and family to do the same!.

Judy, Josh and the other staff are so lovely and patient with me…I couldn’t be happier with my purchases. I’m a little obsessed with the store and can’t wait to visit when I’m at Harbour Town and check out the new stock!!! Show details

I received outstanding service from chelsea and the ladies from secrets Sydney city store. As a long term customer i have returned. Thankyou for making my shopping experience so enjoyable.this time i purchased 2 rings and 1 bracelet. I will return to purchase more.luv secrets. Show details

I was window shopping at my local store. When the lady noticed I had a ring from them, she offered to clean it. Up that’s ok When she returned the ring to me there were 2 stones missing. It’s now been since July 28th 2025 and my ring still has not been returned to me in the condition promised. I’ve been dealing with head office since then and… Read more

still very unhappy with the service I was provided with. Would NOT recommend Secrets Jewelry to anyone. I’m now going to take my ring somewhere else for a second option before taking this further

Gail an amazing staff member at Maroochy Plaza Store. However our dealings overall with the company regarding a faulty ring(our opinion) was very poor. THANKFULLY WE HAD GAIL. Show details

Loved going into the store today… such beautiful product and such helpful people. I had to order on line due to my skinny fingers and it was such an easy task. I can’t wait to have my ring show up - as it’s a unique piece due to size… it will be shipped directly to my door. I have loved and purchased pieces from Secrets for the past 15 years… Read more

and highly recommend them. Divine pieces for such a good price. Lucky for me this purchase was done while there was a 20% discount…. Win win for me… highly recommend!

Buyer beware very poor craftsman ship I bought a ring from secrets one of the stones fell out I had to pay to get it fixed the following year the same stone fell out again, once again I was told to pay for it again and I quote the regional manager said buying new Jewellery from them is like getting a car serviced it is always going to be a cost,… Read more

nothing is under any warranty not even there own workmanship. Never buying from them again. It’s rubbish jewellery poorly made and continues to cost you money to fix up stones that continually fall out

I visited the Pacific Fair store looking to buy a chain. The sales person convinced me to buy a pendant as well. She put them on me and assured me the looked as good as any genuine product. I wore them home and when I looked in my home mirrors I did not like them at all. The next day I went back and was refunded for the pendant. On the way… Read more

home I realised I had forgotten to also give them the chain, The next day I was going to Robina so I took the chain there. The girl said she could not return from another store. Lie 1 So I had to go to Pacific Fair. The girl would nor refund because she knew I worn it home and was no longer covered. I pointed out that she put it on me and said nothing about it voiding any warranty. Still she refused. Today I rang Head Office and reported my issue. They rang Pac Fair girl and she still is refusing and said that I had been wearing the chain. Lie 2 This has escalated to Regional Manager and I now have to wait for that response. My pursuit of this is not just about the cost but that this person has not only lied but has been misleading and deceptive. Very very disappointed in the integrity shown throughout this provess.

DO NOT BUY JEWELLERY FROM THIS COMPANY. I had an appalling experience with this company. My fiancé wore her engagement ring for a week before it bent out of shape with one of the diamonds popping out. She hadn't done anything to it and was extremely careful with it. I took it back to get assessed and the jeweller said that it was our fault and… Read more

they would not cover any charges. They wanted me to pay $435 to get it fixed. Not to mention I paid over $100 for a 3 year care plan when I bought the ring. The store manager said she spoke to the regional manger, the owner and the jeweller and all of them said it was my fault and they would not offer anything to me. The regional manager even called me and said he wouldn't offer a discount or compensation of any kind. He told me that my fiancé is just going to have to be more careful next time. This was extremely rude and I cannot believe that they didn't take any sort of accountability. I ended up just taking the ring back and buying a new one from another store because I never want to deal with this company again.

Lindsey and Nes are incredible in their customer service and go above and beyond. Lindsey has consistently helped me and my partner to select rings we would be happy with and has encouraged the recycle program when my older engagement ring needed work on it after 15 years wear, the better option was to recycle and choose another in replacement and… Read more

Lindsey gave the best advice to gov eus the best deal and I have a replacement ring set I am in love with everytime I look at them. Thank you Linda. You have a customer for life in me. Hayley Maree

Having visited the Chadstone store with absolutely no idea what to get my mum for Mother’s Day, I was shown a beautiful range of very well priced jewelry by Lindsey. I ended up purchasing a gorgeous pair of earrings and my mum loved them. For anyone who is unsure what they want to buy or needs to view before purchasing, I could not recommend the lovely ladies at Chadstone enough Show details ·  1

I purchased a ring from pacific fair store on 01 March. They didn’t have it in stock but [Name Removed] advised they had one available in the Sydney store that could arrive within 7 days. I paid for the ring on the day. 8 days later I received a call to say the ring was not in stock at Sydney anymore (blaming online stock being incorrect), and… Read more

that she would order it to be custom made and it will arrive in 5-7 weeks. After 9 weeks, I call the store and [Name Removed] is confused asking to call me back. She calls back saying “I’m so sorry I have no excuse I missed this email… but they sent me an email back saying they don’t have it in stock, on a day I wasn’t working and i did not see this email. They haven’t started making the yet, I’m so sorry this is all my fault. Do you still want the ring?”.

After already being inconvenienced with 2 fake promises, [Name Removed] says I will “custom” order it now for you and it will arrive in 5-8 weeks. I do not recommend this company. Customer service and respect is horrendous. I’ll be going into the store tomorrow to request a full refund for this horrible experience.

Edit: after calling the store to ask for a full refund and cancel of the item. I was told it was too late to cancel as the order had already been sent off to an external supplier. Eventually was told I could get a full refund once the ring arrives in the store (which is another 5-8 weeks away). That makes no sense from a business pov to custom make an item that is going to be refunded upon arrival.

Sent my wedding band off for repairs, was called by the jeweller and quoted a price for the repair, I told them to go ahead. Didn’t hear for ages, called to follow up and was told there was a delay, after about 6 or 7 weeks I get a call to say my ring is ready. Just went in to collect it and was told it couldn’t be repaired and it is now damaged.… Read more

I believe the jeweller who initially said they could fix it has damaged it when doing the repair- it’s all very dodgy!

I had a lovely experience with ‘Lyndsey ‘ and ‘Ness’. They were both so friendly and helpful, taking the time to chat about different jewellery styles and what suits various occasions. Their insights really helped me choose a ring that feels just right for me. I truly appreciate their excellent customer service. Show details

I purchased a bracelet and the clasp broke secrets replaced it but with less gold in between the stones what a bunch of cheats do not shop with these people CARMA WILL COME BACK AT YOU IT NEVER FAILS Show details